Conflict Management

Question 1

What are the two types of conflict?

Answer 1

1. Functional

2. Dysfunctional

Question 2

Define functional conflict.

Answer 2

A constructive disagreement; cognitive; positive because if it is managed well we can make something out of the conflict

Question 3

7 items under functional conflict:

Answer 3

1. Produce new ideas
2. Safety valve indicating problems
3. Encourage new learning
4. Improve working relationships - learn how to work through disagreement
5. Encourage creativity- resolve conflict; old way didn’t work try something new
6. Challenge old policies and procedures
7. Build cohesion within the group

Question 4

Define dysfunctional conflict.

Answer 4

A destructive disagreement; emotional; negative

Question 5

4 items under dysfunctional conflict

Answer 5

1. Wastes time, energy- less productive
2. Wastes resources on conflict instead of work
3. Frustration hypothesis, emotion translates into aggression (have to deal with emotions)
4. Increases we-they differences in perception (ex. marketing people think a certain way about production people and visa versa)

Question 6

What are the two causes of conflict in organizations?

Answer 6

1. Structural

2. Personal factors

Question 7

List the 7 items under structural conflict.

Answer 7

1. Specialization
2. Interdependence
3. Common scarce resources
4. Different goals
5. Authority relations
6. Status differences
7. Jurisdictional ambiguities

Question 8

Who is responsible for specialization and what is it?

Answer 8

Frederick Taylor

Focus on your own job, not others

Question 9

What is interdependence?

Answer 9

You depend on other to do you job.

Question 10

What are examples of common scarce resources?

Answer 10

money, people, equipment

more scare resources= more potential conflict

Question 11

What are different goals?

Answer 11

incompatible with one another

Question 12

What are authority relations?

Answer 12

“superior, inferior”

Question 13

What is an example of a status difference?

Answer 13

management vs. labor

Question 14

What are jurisdictional ambiguities?

Answer 14

Unclear responsibilities

Question 15

List the 6 personal factors.

Answer 15

1. Difference in skills and abilities
2. Personality traits
3. Different perceptions
4. Different values
5. Communication barriers
6. Cultural differences

Question 16

What do differences in skills and abilities result in?

Answer 16

Harder to work with someone perceived to be less competent.

Question 17

Examples of personality traits that cause conflict?

Answer 17

Abrasive, hyper, competitive

Question 18

Examples of difference perceptions?

Answer 18

different backgrounds, departments

Question 19

Examples of different values?

Answer 19

loyalty, work ethic

Question 20

Communication barriers include ____ and ____.

Answer 20

language and interpretations of meaning.

Question 21

What are some cultural differences?

Answer 21

Relation to authority figures and holidays

Question 22

List the 5 conflict management strategies.

Answer 22

1. Avoidance
2. Accommodate
3. Compete
4. Compromise
5. Problem solving

Question 23

Conflict management strategies have 2 ___. What are they?

Answer 23

dimensions: cooperation and assertion

Question 24

Define avoidance?

Answer 24

take no action

Question 25

What are the characteristics of avoidance?

Answer 25

Minor issue- why spend a lot of time and resources for such a small issue? Disruption outweighs benefits of solution Cooling down period- step back and be more rational rather than emotional Need information before resolution

Question 26

Define accommodate.

Answer 26

Other side gains at your expense

Question 27

What are the characteristics of accommodation?

Answer 27

Issues are more important to others than your side Build social credit to use later Minimize loss when you are outgunned (have little power) Harmony is most important

Question 28

Define compete?

Answer 28

Maximize own gain at other's expense

Question 29

What are the characteristics of compete?

Answer 29

Quick, decisive action needed You have the power You believe that you are right and the other side is wrong

Question 30

Define compromise.

Answer 30

Divide gain between own and other side (split the difference)

Question 31

What are the characteristics of compromise?

Answer 31

Equal power Quick solution under time pressure Appearance of fairness

Question 32

Define problem solving.

Answer 32

Work together to increase gain for both sides (win win situation)

Question 33

What are the characteristics of problem solving?

Answer 33

Both sides have important issues Gain commitment from both sides Merge differences

Question 34

What are the 5 effective conflict techniques?

Answer 34

``` 1. Superordinate goals 2 Expand resources 3. Change personnel 4. Negotiation 5. Neutral third party ```

Question 35

What are superordinate goals? give examples

Answer 35

Achievement requires cooperation from both sides | Ex. quality goals- continuous improvement, customer service

Question 36

Ways to expand resources...

Answer 36

creative ways of increasing pie IDK WTF PIE IS

Question 37

Ways to change personnel include ___.

Answer 37

appointing other to committees, authority positions

Question 38

What are the two types of negotiation?

Answer 38

1. Distributive bargaining | 2. Integrative bargaining

Question 39

What is distributive bargaining?

Answer 39

assume zero sum game (win-lose situation)

Question 40

Methods of distributive bargaining include:

Answer 40

threats- strikes, walkout, lockout (strikes are unions basic weapon in negotiation) Power plays- strike vote Concede minor issues, stick on important issues

Question 41

What is integrative bargaining?

Answer 41

assume nonzero sum game (win-win situation)

Question 42

Methods of integrative bargaining include:

Answer 42

problem solving | creating decision making

Question 43

3 types of neutral third parties

Answer 43

Mediator Binding arbitration Final offer arbitration

Question 44

What does a mediator do and what is the problem with them?

Answer 44

they suggest new approaches | problem: nonbinding, not very strong as a result

Question 45

What is binding arbitration and what is the problem with it?

Answer 45

arbitrator's decision is binding on both sides | problem: forces each side to negotiate unrealistically

Question 46

What in final offer arbitration and what is the problem with it?

Answer 46

Arbitrator chooses one side's final offer as the decision. | Problem: forces each side to negotiate realistically